Zoom Video Communications had four patents in ecommerce during Q4 2023. Zoom Video Communications Inc has developed a ticket system that efficiently handles interactions with contact center agents. The system establishes private web sessions when agents are unavailable, outputs relevant content, and seamlessly transitions to available agents when issues remain unresolved. This innovative approach streamlines customer support processes and enhances overall user experience. GlobalData’s report on Zoom Video Communications gives a 360-degreee view of the company including its patenting strategy. Buy the report here.
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Zoom Video Communications grant share with ecommerce as a theme is 50% in Q4 2023. Grant share is based on the ratio of number of grants to total number of patents.
Recent Patents
Application: Private web sessions in contact center interactions (Patent ID: US20230418866A1)
The patent filed by Zoom Video Communications Inc. describes a ticket system that manages interactions with agents of a contact center. When an agent is unavailable, a private web session is established to address the customer's issue. Content related to the problem is provided during this session, and if the issue remains unresolved, the interaction is transferred to an available agent. Once the problem is resolved, the private web session is terminated. The system also includes features such as determining agent availability, initiating various types of interactions (video meeting, telephone call, chat), and utilizing customer relationship management (CRM) metadata for personalized service.
The method and system outlined in the patent aim to streamline customer interactions with contact center agents by efficiently managing the transfer of issues between unavailable and available agents. By utilizing private web sessions and CRM metadata, the system ensures a personalized and effective resolution process. The technology allows for various types of interactions, such as video meetings, telephone calls, or chats, to cater to different customer preferences. Overall, the patent highlights a comprehensive approach to enhancing customer service experiences within contact centers through intelligent routing and information utilization.
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GlobalData Patent Analytics tracks bibliographic data, legal events data, point in time patent ownerships, and backward and forward citations from global patenting offices. Textual analysis and official patent classifications are used to group patents into key thematic areas and link them to specific companies across the world’s largest industries.
